Agent Talk status for reporting purposes
It would be helpful to be able to utilize Zendesk to confirm Agent payroll hour submission. I'm looking for the ability to report(s) to track my individuals daily/weekly/monthly talk activity. I would like to see what time the agent logged in, changed their talk status (online/offline) and logged out each day. I would much rather count on the data given by Zendesk rather than utilizing an additional payroll/timekeeping system.
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Hi, we are actively working on features which would capture and report on agent availability. I will revert once we have timelines on release.
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+1
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I find it terribly disappointing that this issue has been discussed for over three years, and nothing has been done… The data is already being collected so how has this feature not been pushed out yet?
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Being able to retrieve this specific data is critically important in managing the effectiveness of call centers. It's pretty standard data used in call centers. Can we get an update?
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Agreed! I want to be able to report on available time and away time via Explore! It is common practice in contact centers to be able to monitor status/time allocation on a daily basis and not having this ability is detrimental to the level of accountability!
Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system.
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